Restaurant Manual
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Manual
Restaurant/Banquet
1
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Index
Welcome
Welcome…………………………………………………………… 5
Service Excellence, The Hassle Free Guarantee........ 5It Takes a Team......................................................... 6 Your First Seven a!s………………………………………… 6
Policies and Procedures……………............................. "#
Groun$ %ules................................................................... "# &tten$ance....................................................................... "# &rrivin' at Work............................................................. "#(ro)essional (resentation……………………………………….. "#%emem*er, I &m Your Guest…………………………………… ""
&chievin' an$ +aintainin' a Gracious, Hosita*le Ima'e ""-ourtes! to eartin' Guests………………………………… "-auses )or (ersonnel &ction / %eriman$ to ismissal "0General Guest %elation %ules......................................... "1Gol$en %ules )or +akin' Thin's Work......................... "1Guest %elations an$ Groomin'...................................... "12ur 3ltimate Goal / The Guests4 Satis)action................. "5%eson$in' To Guest -omlaints.................................. "5The Guest -omlains……………………………………………… "5The +eetin' an7uet Facilit! at Your Hotel…...……… "8+eetin' an$ -on)erence %oom 9ocations...................... ":
Food and Beverage Service……………………………….. ";
Your (ersonal (ro'ress -hart........................................ ";%estaurant an$ an7uet Foo$ Service........................... ";
Hostess (roce$ures……………………………………………. ";ress -o$e……………………………………………………. ";(roce$ures )or Hostess………………………………….. #First -ontact / The Telehone……………………….. #+essa'e Takin'…………………………………………… #Ho< to Take a %eservation…………………………….. "Greetin' an$ Seatin' Guests………………………… "Ho< to Sa! Fare
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Servin'....................................................... 0
3
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Index
General %ules o) Ta*le Service…………… 0The -over…………………………………………… 1Seatin'……………………………………………… 1
-learin' (roce$ures…………………………… 5-he7ue Settlement…………………..………………… 5
-ash…………………………….……………………… 5-re$it -ar$……………………………..…………… 6%oom -har'e………………………………………… 6
Ta*le +anners…................................................. 6-learin' an$ -leanin' Ta*les…………………… 6Ta*le Set/u………………………………………… 8
inin' %oom &earance…………………………… 8Thankin' the Guest…………………………………… 8
The Essentials o) Foo$ Service…...………………….. 8
reak)ast Service……………………………………… 89unch Service…………………………………………… :inner Service………………………………………… 0"%oom Service…………………………………………… 00
evera'e Service )or the 9oun'e &rea………..……… 01Service o) rinks……………………………………… 01Servin' Wine…………………………………………… 01
Stora'e………………………………………………… 01General %ules o) Service………………………… 01 &ctual Service o) %e$ Wine…………………… 05 &ctual Service o) White Wine………………… 05
&ctual Service o) %ose Wine…………………… 05 &ctual Service o) -hama'ne………………… 05rink (roce$ure……………………………………… 06
arten$er…………………………………………………….. 06arten$er4s -heck 9ist……………………………… 06(ractices o) a Goo$ arten$er…………………… 08House (olic! )or &lcohol Service……………….. 0:
Sellin'……………………………………………………………… 0:Salesmanshi………………………………………………… 0:Su''estive Sellin'…………………………………………. 0:%ea$in' Your Guests…………………………………….. 1#(hrases That Sell…………………………………………… 10Sellin' Tools………………………………………………… 159i7uor Salesmanshi…………………………………… 16
The Ten -omman$ments o) Goo$ usiness in the Hotel 1:58 Wa!s To 9ose & Ti……………………………………….. 1:
4
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Index
The Kitchen………………………………………………… 1:
The =itchen %outine……………………………………….……… 5#
ish Washin' uties………………………………………………… 5"The &rt o) (urchasin'……………………………………………… 5"The &rt o) ish Washin'………………………………………….. 55
The Office....................................................................... 6
ookin' the Function……................................................ 62))ice %outine................................................................... 61
Appendices
". %esonsi*le Service, House (olicies............................. 66. %esonsi*le Service, >ust Sa!in' ?@oA is not Enou'h.. 6:0. %esonsi*le Service, %eco'niBin' Intoxication............ 8#1. ish
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Welcome
Welcome
Welcome to Your %estaurantC-on)erence Facilit! . You have *een chosen to Doin
a team committe$ to service excellence. In to$a!4s market
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It Ta$es a Team
Team
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&a' +)
%evie< a! " (lan a$$itional trainin' time, i) necessar!J
Kno*ledge for All Front,of,"ouse Food and Beverage mplo'ees)
Telehone -ourtes! Sa)et! an$ Securit! &lcoholic evera'e Terms House ran$s an$ -all ran$s asic Foo$ (rearation Terms an$ Timin'
Kno*ledge for Ban-uet Setup and Service)
. What Is a an7uet Setu an$ Service (ersonK
. Workin' as a Team
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The /o0 Brea$do*ns for Tas$s : , ;)
Task 5 S
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&a' 1)
%evie< a! 0 (lan a$$itional trainin' time, i) necessar!J
Kno*ledge for All Front,of,"ouse Food and Beverage mplo'ees! con9t
The %estaurant %eservation S!stemTiin' (oliciesHeimlich +aneuver an$ First &i$SanitationHealth eartment %e'ulations(oint/o)/Sale E7uiment-ommunit! Services
Kno*ledge for Ban-uet Setup and Service 7continued8)
&nticiatin' GuestsL @ee$s(ar Stock S!stem &u$iovisual E7uiment+ailin' (olicies
The /o0 Brea$do*ns for Tas$s < , (=)Task ; Set/u Suort Services )or FunctionsTask "# Set/u an$ reak o
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11
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&a' =)
%evie< a! 5 (lan a$$itional trainin' time, i) necessar!J
The /o0 Brea$do*n for Tas$s +> ? 5=)
Task 8 Skirt or Flounce Function %oom Ta*lesTask : Set Ta*les )or i))erent an7uet Seci)icationsTask ; (rovi$e reak or -ontinental reak)ast ServiceTask 0# Set/u -anaMs an$ Hors $L2euvres )or %ecetionsTask 0" (rovi$e Service )or u))et an7uetsTask 0 Serve Guests Foo$ an$ evera'es at Sit/o , 1@)Task 08 Settle Grou -hecks )or FunctionsTask 0: Settle In$ivi$ual Guest -hecksTask 0; Inventor! an$ %e7uisition Function SuliesTask 1# (er)orm En$/o)/Shi)t -losin' uties
%evie< all revious trainin' an$ lan a$$itional trainin' time, i) necessar!
Emlo!ee er)orms some tasks
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Policies and Procedures
#round 2ules
2ur urose, as a caterin' )acilit!, is to serve
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Smile. &*ove all, listen. Fe
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Re#e#ber& I A# Your 'ues(
You o)ten accuse me o) carr!in' a chi on m! shoul$er. ut I susect that this is *ecause !ou $o not entirel! un$erstan$ me. Isn4t it normal to exect satis)action)or one4s mone! sentK
I'nore m!
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Set asi$e secon$ar! tasks to serve 'uests. Give !our comlete attention to 'uests
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Ho< can !ou kee ever!thin' un$er control an$ smile un$er all circumstancesK &ositive mental attitu$e hels. 9ook )or 'oo$ asects in all situations. & ositive attitu$emakes 'uests )eel that !ou 'enuinel! $esire to lease them, that !ou take ri$e in !our
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%emem*er, the le'al $rinkin' a'e is ";.
1+
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1. Accidental Spills / I) !ou shoul$ sill somethin' on a 'uest, aolo'iBe imme$iatel! an$ 7uickl! rovi$e the 'uest
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"6. &epartmental eetings / See Sta)) +anual
3auses for Personnel Action ? 2eprimand To &ismissal O
See Sta)) +anual
2-
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#eneral #uest 2elation 2ules
The most imortant Do*
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Personal "a0its See Sta)) +anual
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Our Dltimate #oal ? The #uest9s Satisfaction
We are in *usiness to satis)! our 'uests. We accomlish this *! com*inin' courteous,e))icient team
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as or$ere$. I) the steak sits there, 'ive a total re)un$ on the meal...an$ a'ain, !ou mi'ht o))er a )ree $essert to hel.
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There is no right or wrong ans
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8. o not let an!thin' a))ect !our moo$ or aearance.
:. Give the 'uest a reasona*le len'th o) time in
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& -omlete escrition o) the an7uet Facilit! at Your Hotel
2*
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apping the Ban-uet and 3onference Facilit' at %our "otel
2+
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Food and Beverage Service
%our Personal Progress 3hart
#uest 2elations
". +aintain esta*lishe$ coman! stan$ar$s o) ersonal aearance.. Have a ositive, )rien$l! an$ co/oerative attitu$e to
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1. See that the reservation si'ns are lace$ on the ta*les.5. In7uire
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31
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"o* to Ta$e a 2eservation
". &sk the $a! an$ $ate re7uire$.. &sk the time the!
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/ &s soon as one o) !our ta*les has *een seate$, 'et a ot o) co))ee, a itcher o) oran'e Duice, an$ aroach the ta*le
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/ I) !ou are *us!, sa!
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(ass )oo$ )rom the le)t, i) ossi*le.
-lear ta*le )rom the ri'ht, i) ossi*le. @ever reach in )ront o) a 'uest or across one 'uest to serve another.
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Hol$ lates
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3+
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-ommon sense $ictates
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on to o) each other
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6. Wie the seats, a'ain makin' sure to remove an! )oo$ articles )rom the seatsur)aces.
8. -heck the )loor un$erneath an$ aroun$ the ta*le an$ remove an! items that ma!have )allen )rom the ta*le nakins, )oo$ or utensil
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The hostChostess must 'reet the 'uest imme$iatel!
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In some cases 'uests
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:. &s soon as the or$er is rea$!, the server
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"#. When ever!one is )inishe$, clear the $ishes )rom the ri'htJ )rom the ta*le. 3nlesssomeone seci)icall! asks to have hisCher $ishes cleare$ *e)ore ever!one is $one.J
"". I) nothin' else is or$ere$, lace the check on the ta*le )ace $o
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0. The hostChostess
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1. The server
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"0. &$$ the co))ees, teas an$ $esserts to the 'uest check.
"1. &s the 'uests are enDo!in' their $esserts or i) nothin' else is or$ere$, lace the checkon the ta*le )ace $o
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"6. Throu'hout the meal, servers must constantl!
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e
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/ I) !ou cannot take the *evera'e or$er
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":. &'ain, check *ack )or 'uest satis)action sa!in', ?+a! I *rin' !ou somethin' elseKA I)'uests are )inishe$, lace the check on the ta*le )ace $o
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.Throu'hout the meal, servers must constantl!
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/ Thank 'uest./ In)orm 'uest a*out removal o) tra!./ Wish 'uest a leasant $a! evenin'J./ Have 'uest si'n check
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Beverage Service for 4ounge Area
Service of &rin$s
rink service has to *e see$! an$ e))icient. The server shoul$ check on reeat
roun$s at the aroriate time. &ll $rink service is )rom the ri'ht.
en$ !our knees, not !our *ack,
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&l
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5 Actual Service of 2ed Wine
Service Steps
-arr! re$
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occasions such as
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Service Steps
(resent like
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&)ter mana'er has 'iven !ou li7uor, all *ottles shoul$ have accu ours or )ree oursouts on them kee ori'inal casJ
-lean *ar to
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%our "otel "ouse Polic' for Alcohol Service
3nless a erson is nota*l! over the a'e o) ";, roer hoto I.. is re7uire$. (hoto I.. is re7uire$ )or ta*le
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XN Ho< $o !ou kno< what to su''estK &N ! un$erstan$in' !our menu comletel!.
65
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Brea$fast O Su''est )resh )ruit to 'o
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ri'ht a
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SN Ho< a*out a 'lass o) 2ntario
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SN Great, !our sala$ an$ san$
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urin' the or$er, the )irst
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*1
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FamiliesJ
+ost )amilies usuall! are lookin' )or economical *u!s. =i$s like ham*ur'ers, )rie$chicken an$ 'rille$ cheese. (a! attention to small chil$ren O kee them *us!
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*4
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Share
GN @o, thank !ou
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GN &re the sous an! 'oo$K
SN I $on4t reall! like them.
GN What $o !ou su''estK
*6
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SN & san$
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/able /ents are use$ )re7uentl! to romote secial )oo$ an$Cor *evera'e items orsecial occasions i.e. holi$a!sJ.
"ood and +everage 1isplays such as hors $4oeuvres carts, $essert carts, martini carts,
etc. are ver! e))ective sales tools, ermittin' the 'uest to make hisCher selection visuall!an$ maximiBin' sales an$ ro)its )or the oeration an$ )or !ou.
*+
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Selling Words
The )ollouic! Gol$en >uic! (lum Hot %are, me$ium-hille$ utter )lavoure$ Youn'
Some $escrition o) source or st!leN
?Rir'iniaA or ?Geor'iaA eaches ?-ali)orniaA 'rae)ruit
?I$ahoA otatoes ?Rir'iniaA ham?@e< York -utA steak ?oston or @e< En'lan$A sea)oo$?@e< 2rleansA -reole ?Texas or WesternA clu*
To $escri*e rearation metho$sN
ake$ oile$ raise$ Ste
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?What
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0. Thir$,
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?+a! I *rin' !ou another name o) $rinkJKA I) more than one 'uest is $rinkin', 'o )orthe ?roun$A
?+a! I *rin' another roun$KA
=ee these techni7ues in min$ an$ use them
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The Ten 3ommandments of #ood Business in the "otel
T+e 'ues is H"!!y ,+en you "re H"!!y. T+in- Abou I
". The #uest is the most imortant erson in the hotel.
. The #uest is not $een$ent on us. We are $een$ent uon the 'uest. 0. The #uest is not an interrution o) our
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6. Waiters stan$in'
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8. Thum* in sou.:. Holes or stains in the linen.;. @ot 'ivin' the 'uest a ne< nakin
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The Kitchen
The Kitchen 2outine
&ail' Tas$s
/ Si'n out ke!s at the )ront $esk / Turn on nee$e$ e7uiment/ Go throu'h the $a!s )unctions/ Start rein' )or to$a!Ls )unctions an$ next $a! / ele'ate
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emt! 'uest not ha!J
/ Finish the $essert
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Points to 2emem0er
/ &l
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Suppliers
9ist all Suliers
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,-
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Z &l
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mixture then add the rest. 5our into proper dishes. 6ook in a water bath until firm but slightly !iggly in the centre.
,2
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The Art of Purchasing
Food ar$ets
". +eats (oultr! (ork Sea)oo$ Z (roteins
. air!
0. (ro$uce / Fresh Fruits &n$ Re'eta*les
1. Grocer! Items / FroBen Foo$s, -anne$ Goo$s
5. ake$ Goo$s / 9ocal aker! Sul!in' Fresh (ro$ucts ail!.
The 5 )iveJ )oo$ markets liste$ a*ove are main )oo$ markets. There are others such assecialit! items examle, chocolate, )oo$ $ecorations. @o< !ou have to $etermine
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/ i) !ou or$er too much to much sace an$ mone! are *ein' tie$ u/ too little stock !ou run the risk o) runnin' out
6. Forecast/ recor$s hel re$ict *us! times
,4
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8. Xuotes/ o*tain
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Du$'ement is never comletel! mastere$ rather it is a 'oal to
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The Dniform
che) DacketN
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There are t
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". You have to )in$ the avera'e hourl! im "#.## : :#.##(aul :.## 6 1:.##Trac! 8.## 6 1.##Elvis 6.:5 6 1"."#Sall! 6.:5 1 8.1#+ike 6.:5 1 8.1#ave 6.:5 1 8.1# ;0.0
TotalN Q 5.1#. ivi$e this *! 8 8.1: er hour is !our avera'e rate er hour. To )i'ureout ho< man! hours !ou have to sen$, $ivi$e 8.1: *! ;0.0#. Your ans
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relevance to the menu or to
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Here comes the math art. I) !our steak $inner cost !ou Q1.:: to reare ve'eta*le,otato, "# oB steak, sauce, sala$ to startJ )or !ou to achieve a 0# )oo$ cost !ou sell the$inner )or Q"6.6 Q"6.5#J. Ho< $i$
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/ turn
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". E-2/=9E&@N This is the $eter'ent soaJ that hels loosen the )oo$ stu)) an$ cleansthe $ishes.
. 39T%& S&@N This is a sanitiBer
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sink / rinsin' sink to have hot clean
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/ all ots, )r!in' ans must *e scru**e$
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The Office
Boo$ing the Function
The Sales an$ -aterin' +ana'er is resonsi*le )or *ookin' small )unctions. This
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are rea$! to *e t!e$.
It is expected that all confirmation will be sent :; hours after the booking is taken.
1-*
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Function Boo$
It is imerative that the )unction *ook *e ket neat, u to $ate, an$ accurate. It isever!one4s resonsi*ilit! to recor$ all in)ormation in the aroriate time slot. ! $oin'this
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Trac$ing and Follo*,up
2nce the con)irmation has *een sent, it is the Sales an$ -aterin' -o/or$inator4sresonsi*ilit! to kee track o) the tentatives on )ile. & *ookin' is not consi$ere$ $e)initean$ is not to *e )ile$ until the client returns the con)irmation
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Appendix I)
2esponsi0le Service"ouse Policies
Licensee Information Sheets From The
Liquor Licence Board Of Ontario. Ignoring
This Information Is Not An Option.
'he goal o our esta.lish/ent is to /a#e a %roit
.0 %rovi(ing res%onsi.le courteous an(
%roessional service an( selling /ore than ust
.everage alcohol
!e ill serve custo/ers in a res%onsi.le
rien(l0 an( %roessional /anner Sta is on
han( to assist custo/ers in their (ecision to
(rin# in /o(eration an( here a%%ro%riateavoi( (rin#ing activities that %ut custo/ers at
har/ or ris# Manage/ent is co//itte( to
a(here to all liquor las
1. onitor the !"ent
'he /anager on (ut0 is assigne( to /onitor
the event
Chec# or age an( rau(ulent
en0 entr0 to intoxicate( %eo%le
Count the nu/.er o %eo%le on %re/ise to
%revent overcro(ing an( excee(ing thelegal ca%acit0
$rovi(e %ro%er guest to sta ratio
llo ree access to %olice an( liquor
ins%ectors
#. Alternati"e Be"erages
esignate( (rivers receive ree %o% or
coee
"ight78on9lcoholic .eers are to .e /a(e
availa.le at all ti/es
Serve alcohol ree (rin#s in containers
(ierent ro/ those o alcoholic .everages
Minors are not %er/itte( to consu/e non9
alcoholic .eer
$. Identification %olic&
'he onl0 acce%ta.le or/s o are:
rivers "icence; $ass%ort; ge o Maorit0
Car(; Cana(ian Citis age /ust .e shon
$hoto is require( or ta.le service as
ell as .ar service
an has .een noticea.l0 orge( ta#e
the to a /anager
'. Into(ication Of A )uest
Shoul( a guest ever reach the %oint o
intoxication all alcohol service to that guest/ust .e sto%%e(
ll sta reserve the ull right to ?cut9o@
alcohol service to a client
!hen a client has .een ?cut9o@ inor/ the
a%%ro%riate sta an( /anage/ent an( ill
out an inci(ent re%ort in the log .oo#
Aer the client co/%li/entar0 non9
alcoholic .everages as a su.stitute
the client .eco/es irritate( ith actions
avoi( all conlicts an( inor/ the
a%%ro%riate /anager or su%ervisor to ta#e
over the situation Ance a client has .een (enie( service the0
/a0 re/ain in the .anquet roo/ as long as
the0 o.serve the rules o the )otel
*. +emo"ing a Client from the %ropert&
Ance a client has .een ?cut9o@ an(
re/ains in the .anquet roo/ i the0 are
seen ith another alcoholic .everage it is
to .e coniscate( an( the guest is to .e
given a ver.al eection arning
the0 ail to hee( this arning an( violate
this again the0 are to .e as#e( to leave the
%re/ises 'his shoul( .e the (ut0 o a
Manager or Su%ervisor onl0 ith the
assistance o the convenor
Your )otel reserves the right to eect an0
%erson s ro/ the Banquet Roo/ or
%ro%ert0 o the )otel in a %roessional
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/anner
a %atron .eco/es intoxicate( hile in our
care it is our res%onsi.ilit0 to get the/ a
taxi See *
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,. Area-s Of Consumption
lcohol is not %er/itte( to .e .rought into
the .anquet roo/ ro/ another source
Exa/%le guestroo/s
!e reserve the right to coniscate an0
alcohol not %urchase( through a contracte(
.ar o Your )otel an( to (en0 entr0 to
re%eat oen(ers
lcohol is onl0 %er/itte( in the list o areas
n0 o%en alcohol /ust .e carrie( .0 a sta
/e/.er to the guest>s (estination
. Alternati"e Transportation
Shoul( a client ever reach the %oint o
intoxication it is our ?(ut0 o care@ to seethat client sael0 ho/e 'his can .e ensure(
.0 getting a so.er %erson ro/ their grou%
to ensure the/ sae trans%ortation
ho/e or .0 calling the %atron a taxi an(
assisting the/ into the taxi
the client is reluctant to ta#e a taxi Your
)otel ill %a0 or the ri(e ho/e one a0
t this %oint the server /ust acco/%an0 the
guest to the car%ort & see the/ sael0 into
the taxi
the guest ill not acce%t an0 /eans o
trans%ortation other than (rivingthe/selves management /ust call the
%olice giving the licence %late an( /a#e o
car as ell as the (irection the0 ere
hea(e(
/. )eneral %oints
t all ti/es e /ust tr0 to avoi( a ver.al
or %h0sical conlict ith a guest
this situation arises contact the
a%%ro%riate su%ervisor7/anager an(7or
securit0 n inci(ent re%ort /ust .e ille( out or an0
ha%%enings liste( a.ove
s long as 0our .est u(ge/ent has .een
use( an( all rules o the %ro% %ro%ert0 have
.een olloe( /anage/ent ill ala0s
.ac# the (ecisions o sta
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Cocaine is usuall0 sol( as a hite cr0stalline
%o(er in gra/s or ractions o a gra/ Aten it
is snorte( through the nose using %lastic stras
or rolle( u% .ills
Ra
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So/e users inect cocaine or convert it into a
s/o#ea.le or/ calle( crac# Crac# is a light
.ron or .eige %ellet hich is or/e( hen
%o(ere( cocaine is /elte( in a glass tu.e ith
ater !atch or cru(e crac# %i%es /a(e ro/sot (rin# cans
$ara%hernalia associate( ith the use o cocaine
inclu(e s/all s%oons ra
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Appendix III)
2esponsi0le Service2ecogniMing Intoxication
Licensee Information Sheets From The
Liquor Licence Board Of Ontario. Ignoring
This Information Is Not An Option.
+ecogni5ing Into(ication
lthough in(ivi(ual reactions to alcohol /a0
var0 %eo%le ollo certain general %atterns as
the0 a%%roach intoxication
'hese are the 1- /ain signs that in(icate 0our
guest is .eco/ing (run# 'hese signs /a0
a%%ear in an0 sequence or clustere( (e%en(ingon the in(ivi(ual s %eo%le .eco/e intoxicate(the0 ill sho /ore signs rin#ers shoing
our signs can al/ost certainl0 .e consi(ere(
intoxicate(
Inappropriate speech "olume.
run#s requentl0 s%ea# in volu/es
ina%%ro%riate to the situation 'he0 shout hen
it isn>t necessar0 his%er hen there>s no nee(
or secrec0 'he voice /a0 go ro/ lo to high
or vice versa hen there is no reason tosuggest that a change in volu/e is necessar0
otor control 6fine7 deteriorates.
s %eo%le .eco/e (run# their s#ills requiringine /otor control han(9e0e co9or(ination
(eteriorate ntoxicate( %atrons /a0 u/.le ith
cigarettes or have (iicult0 %ic#ing u% change
s their co9or(ination (eclines %eo%le also/isu(ge (istances 'he0 /a0 set a (rin# (on
har( on a ta.le thin#ing that the ta.le is loer
than it is or /iss ashtra0s hen s/o#ing
%ace of speech.
ntoxicate( %eo%le /a0 change the rate o their
s%ea#ing alternating racing s%eech ith slo
s%eech or tal#ing consistentl0 slo or ast
Alertness decreases.
ntoxicate( %eo%le ta#e longer to res%on( to
questions or react to events 'he0 /a0 not .e
a.le to un(erstan( or %a0 attention to hat
0ou>re sa0ing 'he0 easil0 .eco/e /u((le(
an( 0ou have to re%eat si/%le questions or
requests .eore the0 res%on(
Inappropriate s4eating.
ntoxicate( %eo%le /a0 seat /ore than /ight
.e consi(ere( nor/al given the surroun(ing
te/%erature con(itions or situation
+ed e&es.
'a#e note i a custo/er>s e0es are .loo(shot to
an0 (egree
otor control 6gross7 deteriorates.
lcohol also i/%airs s#ills requiring gross /otor
co9or(ination run#en custo/ers /a0 have
(iicult0 stan(ing u%right or al#ing a straight
line 'he0 eave /isste% or stu/.le %erha%s .u/%ing into other %eo%le or urniture 'o
co/%ensate the0 /a0 %ut their han(s out at the
si(es or su%%ort or .alance
!nunciation poor8 slurring 4ords.
lcohol relaxes /uscles inclu(ing those in the
/outh /a#ing it har( to s%ea# clearl0 an(
(istinctl0 n intoxicate( %erson /a0 .reathe
noticea.l0 sloer or shalloer than others'here /a0 .e ea#ness in .reath ith little air
inhale( or exhale(
Tiredness.
lcohol is a (e%ressant s %eo%le .eco/e
intoxicate( the0 sho signs o .eing slee%0'heir e0es /a0 .e heav0 or close( or the0 /a0
have a %laci( or ixe( ga
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1 sign
⊗ Beco/e alert or the (evelo%/ent o other
signs a single sign is not necessaril0 lin#e(
to intoxication
⊗ Ma#e lo9ris# o%tions availa.le to slo
alcohol inta#e or exa/%le oer oo( or
lo9alcohol (rin#s
11+
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# signs
⊗ Monitor the %atron careull0
⊗ Move to lo9alcohol or non9alcohol (rin#s
⊗ %ossi.le serve oo( to (ecrease the rate o
(rin#ing
$ signs
⊗ Serve onl0 lo9alcohol or non9alcoholic
(rin#s99another regular roun( can lea( to
intoxication
⊗ the %atron is (riving serve no /ore
alcohol
' signs or more
⊗ Serve no /ore alcohol to this %atron un(eran0 circu/stances
⊗ =se ?/anage/ent o intoxication@
techniques to re(uce the li#elihoo( o inur0an( (a/age or exa/%le ensure that the
%atron has sae trans%ortation ho/e; i
necessar0 call the %olice
%re"enting Into(ication
A.viousl0 i 0ou ocus 0our eorts on
%reventing intoxication 0ou on>t have to .e as
concerne( a.out recogni
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Appendix I6)
&ish*ashing Procedures
'he unction o the (ish asher is to steriliour ?or3 S&stem
a Set u% a se%arate rac# or tea glasses
uice glasses ater go.lets an( coee
/ugs B0 se%arating each t0%e o
glassare clean glasses can .e ta#en
(irectl0 ro/ the rac# $lace starter
%lates o various si
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2 Scra%e oo( scra%s into a trash can
3 $re9rinse the utensils in a %ot sin#
4 ill one %ot sin# ith hot soa%0 ater .0
turning on the ater an( %ressing the soa%
(is%enser .utton5 $lace utensils in hot soa%0 ater to soa#
Do not %lace shar% o.ects in %ot sin#s tosoa#
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6 ill a secon( sin# ith clean ar/ ater
* require( a(( a saniti
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Appendix 6)
-uipment 3leanliness andaintenance
Cleaning +efrigeration @nits
ll rerigeration units /ust .e cleane( regularl0
or eicient o%eration or oo( saet0 an( to
eli/inate o(ours
$ut oo( in another rerigeration unit ith a
co/%ara.le te/%erature hile 0ou clean an(
hile 0ou ait or the cleane( unit to return to
nor/al o%erating te/%eratures
Be %atient hen (erosting "et the rost
co/%letel0 /elt 'r0ing to re/ove ice ithshar% o.ects /a0 %uncture a rerigerant line
S%eciic instructions or cleaning each unit are
liste( .elo:
Steps:
1 =nits to .e (eroste( shoul( .e turne( o at
the electric %anel control .ox
2 Move all oo( to another rerigeration7
ree
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1 A%en (oor Re/ove all rost accu/ulations
ro/ interior surace
2 Clean an( (r0 interior suraces thoroughl0
3 Re/ove /il# (is%ensing valve Clean
thoroughl0 Re%lace
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4 Close (oor Clean exterior o /achine ith
sot (a/% cloth (r0 an( %olish ith sot (r0
cloth
Ice Cream Free5er
1 'urn the unit o at the electrical %anelcontrol .ox .eore (erosting
2 Re/ove li(s or ice crea/ ree
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or other /aterials ro/ all suraces
3 'horoughl0 clean .ase attache( to the ta.le
4 Reasse/.le can o%ener
12*
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Bread +ac3
1 =se or .rea( onl0 o not allo clothing
%urses etc to .e %lace( on the .rea( rac#
2 Clean one shel at a ti/e .eginning at the
to% shel
3 Re/ove all .rea( ro/ shel 'horoughl0clean an( (r0 shel Return .rea( to shel
4 o next shel (on Continue one shel at a
ti/e until all are (one
Sin3s
1 ll sin#s in the %re% area /ust .e #e%t clean
at all ti/es Each has its on use o not
use or an0 other %ur%ose
a 'hree or 4 co/%art/ent sin# 9 or
ashing (ishes in an e/ergenc0
cleaning %ots an( %ans ashing
%ro(uce . Mo% sin# 9 or (is%osing o /o% ater
cleaning an( rinsing loor /o%s an(
other heav0 (ut0 cleaning not connecte(
ith oo( an(7or oo( utensils
c )an( sin# 9 or e/%lo0ees to ash
han(s is%ensers /ust .e su%%lie( at
all ti/es ith soa% an( toels
Cleaning itchen !quipment
'he cleaning o coo#>s equi%/ent is assigne( to
coo#s )oever shoul( 0ou .e nee(e( to assist
the olloing %roce(ures ill serve as a gui(e:
)rill
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Filtering
'his %roce(ure is o li/its to e/%lo0ees un(er
the age o 1+
1 'urn (ee% r0er o llo grease to cool
2 i% as /uch grease as %ossi.le ro/ the
r0er #ettle $our through ilter cone
12,
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3 Re/ove grease %an ro/ r0er an( ilter
re/ain(er o grease through ilter cone
Drease /ust .e coole( .eore .eing
iltere( o not atte/%t to /ove grease %an
ro/ r0er alone4 'horoughl0 clean grease #ettle Do not use
/etal cleaning %a(s Never use anychemical cleaning compouns in the
grease !ettle" Never uner any
circumstances# clean the grease !ettle $ith
soap or etergent" Soa% causes grease
.rea#(on
5 Return clean #ettle to r0er Reill ith
iltere( grease
6 'urn r0er ther/ostat to 2--° until that
te/%erature is reache( 8ext turn
ther/ostat to 2*5° until that te/%erature
has .een reache( inall0 turn the
ther/ostat to 35-° until grease has .een
.rought to the %ro%er te/%erature Do not
attempt to cook anything in grease until it
has been brought to !"#° $.
8B 'o thoroughl0 clean #ettle ater e/%t0ing
#ettle o grease rinse out ill ith ater
Return to r0er .ring r0er te/%erature u% to
35-° slol0 (( a%%roxi/atel0 one9hal .ox
.a#ing so(a s/all househol( si
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4 'a#e the ixture a%art i necessar0
5 Clean inner an( outer suraces ith glass
cleaning solution an( a sot cloth Re/ove
stu..orn (e%osits ith a little (etergent
solution on a cloth then rea%%l0 glasscleaning solution
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6 r0 ith a clean (r0 cloth
* !i%e the light .ul. ith a (r0 cloth onl0
+ Reasse/.le the ixtures
, $ut aa0 the la((er an( cleaning su%%lies
Lights o"er !quipment Line
1 Dras% e(ge o light ixture careull0 an(
gentl0 %ull ixture (on an( aa0 ro/ the
ceiling surace )an(le ixture ith car
Dlass ill all out o the hol(er i nothan(le( careull0
2 Clean glass an( hol(er ith glass cleaner
an( sot cloth Clean .oth inner an( outer
suraces3 r0 ith clean (r0 cloth Ma#e certain that
all strea#s an( s/ears are re/ove(
4 Return ixture to %ro%er %lace han(ling ith
care &ake certain that fixture is firmly reset in opening.
5 Clean each light ixture in the sa/e /anner
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=n(ersi(e o ta.le
g ll outer oo( e(gings o .ooth seats
an( .ac#s
h ollo sa/e %roce(ure in cleaning ree9
stan(ing ta.les an( chairs Ensure thatchair rungs an( legs are clean
+emo"ing Trash
ll trash cans in the entire restaurant area /ust
.e e/%tie( at the en( o 0our shit an( asnee(e( 8ever leave trash in the restaurant
overnight
$lastic liners shoul( .e utili
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(isconnecte( .0 han(
ter the ull tan# is hoo#e( u% .lee( the lines
.0 (is%ensing the .everage until its consistenc0
is nor/al Colour ill oten in(icate a %ro%er
/ix 'aste the .everage i 0ou are in (ou.t
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CO# Tan3s = 'mployees under the age of 1
should not change ()* tanks.
CA2 car.on (ioxi(e %rovi(es ?i
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4 Re/ove the har( %lastic hol(er an( sac#
5 Store the hol(er an( (iscar( the sac#
6 Clean the insi(e o the (is%enser
* Clean the (is%enser han(le
+ Det a ull container o /il# ro/ the al#9inrerigerator
, $lace the container in the (is%enser ith thehose acing the ront at the .otto/
13*
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1- 'hrea( the hose through the han(le an(
re%lace the han(le
11 Close the han(le an( cut the hose at the angle
an( length s%eciie( .0 local health las
The Cappuccino achine
'he Ca%%uccino /achine has un(ergone
nu/erous re%airs %artl0 as a result o a lac# o
regular /aintenance olloing these gui(elines
shoul( ensure %ro%er unction an( the qualit0 %ro(uct it as (esigne( or
orning Staff
9ail& Flushing of Filters
1 Re/ove ilter ro/ one o the coee hol(ers
an( re%lace it ith the .lan# ilter the one
ithout the holes
2 Scre it in as usual as i 0ou ere /a#ing a
coee )it the /anual on an( o unction
on the touch9%a( 1- ti/es in a ro 'his ill
lush an0 oils an( coee resi(ues let in an(
aroun( the ilter
3 =nscre the hol(er Rinse it out an( re%eat
this %roce(ure ith the other (is%enser
9a& and Night Staff
Bleeding the Steamers
1 Beore using the stea/er to heat /il# turn it
on or a secon( to .lo out the ater in the
line
2 ter stea/ing the /il# turn it on again to
.lo out an0 /il# let in the stea/er tu.e this is not (one ater each use resi(ual /il#
let in the tu.e ill eventuall0 en( u% in the
ater reservoir turn sour an( aect the
lavour o ever0 cu% 0ou /a#e
9a& Staff
?ee3l& Cleaning 4ith Special 9etergent
1 Re%lace ilter in han(le ith .lan# (( one
s%oonul o Euro Milan Coee etergent
an( scre into (is%enser $ress single cu% on
the touch %a( an( ait until it c0cles Re%eat
this several ti/es until soa% has (issolve(
ull0 Re/ove an( rinse hol(er Re%eat or
other (is%enser lush .oth (is%ensers
several ti/es ith no hol(er in %lace to
re/ove an0 soa% resi(ue 'his %roce(ureshoul( .e (one once a ee#
9a& Staff
?ee3l& 9raining and +efilling of Boiler
1 'urn .otto/ right #no. to ?-@2 'urn on hot ater (is%enser on let si(e an(
let the ater run until the reservoir is e/%t0
'urn #no. to ?1@ to reill tan# Chec# ater
level gauge to conir/ it is ull3 'urn #no. to ?2@ to heat ater reservoir to
or#ing te/%erature a.out 2- /inutes
'his %roce(ure shoul( .e (one once a ee#
"eave han(les in %lace in (is%ensers hen not in
use 'his hel%s to #ee% ashers in (is%ensers
ro/ (r0ing out
13+
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Appendix 6I)
Safet' #uidelines
Note: It is e(tremel& important that &ou read
the
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Appendix 6II)
3atering #lossar'
Booster Seat. s/all chair9li#e seat hich sits
on a chair or in a .ooth to .ring s/all chil(ren
u% to ta.le level
Bus Tu;. rectangular har( %lastic container
generall0 use( or hol(ing use( (ishes
silverare glassare etc
Char=Broiler. Equi%/ent use( to coo# oo(s .0
(irect la/e heat
CO# Tan3s. Metal tan#s containing car.on
(ioxi(e connecte( to the sot (rin# (is%ensing
s0ste/ hich gives sot (rin#s theircar.onation i
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Line. ie coo#>s line 'he equi%/ent an( oo(s
necessar0 or the %ro%er coo#ing an( %lating o
oo(s
icro4a"e O"en. coo#ing heating /etho(
using /icroaves to coo# an( or heat
i(ing. Blen(ing together the ingre(ients o a
given oo( ite/
on3e& 9ish. s/all roun( .ol Ma0 also .e
calle( ruit (ish na%%ie etc
Order. 'he oo(s an( .everages requeste( .0 a
guest an( ritten on the guest chec#
O"erflo4 Tra&. tra0 usuall0 re/ova.le
locate( at the loer ront o a (is%ensing
/achine hich catches (ri%%ings
%lastic @tensils. $lastic #nives or#s s%oons
etc %ac#age( ith carr09out or(er
%lastic Film8 Or Film. thin clear %lastic
usuall0 oun( in rolls use( to cover an( ra%oo(s or storage
%ot Sin3. Sin# s locate( in the rear %re% area
hich are use( or ashing %ots an( large
utensils =suall0 a series o three or our sin#s
+esidues. Materials hich are let hen the
.ul# o /aterial is gone S%latters (ri%s
cru/.s etc are resi(ues
Salad Station. 'he area here all %re%are(
sala( ingre(ients are #e%t
Scale. Equi%/ent use( to (eter/ine the eight
o a %ro(uct
Scrap Sin3. sin# locate( on the use( (ish ta.leo the (ish ashing /achine into hich all scra%s
let on utensils are scra%e( %rior to the (ish .eing
%lace( in the (ish ashing /achine (ish rac#
Ser"ice Area. 'he assigne( area in hich the
oo( server is (esignate( to serve guests an(
atten( to si(e (uties
Ser"er-s Station. 'he ca.inet shel etc hich
contains those ite/s nee(e( .0 the server or
co/%letion o guest service: ie con(i/ents .us
tu. .ooster chair etc
Side=Order. oo( or(ere( as an
acco/%ani/ent to an entree such as onionrings rench ries etc
Side ?or3. Cleaning stoc#ing %re% or# etc
(uties hich a oo( server an( coo# /ust
%eror/ hen not serving guests
S3immer. long han(le( %erorate( s%atula9
li#e o.ect use( or re/oving oreign /aterials
ro/ a liqui( such as (e.ris ro/ the r0er
Slicer. Equi%/ent use( to cut oo( into thin
slices
Soup Station. 'he area here the sou% %ots are
locate(
SoufflD Cups. S/all %a%er cu%s usuall0 lute(
hich hol( con(i/ents an( sauces
Spatula. long han(le( utensil ith a lat
.roa( .ase use( or turning oo(s
S&rup Tan3s. C0lin(rical /etal tan#s
containing the s0ru% concentrate hich is e(
into the sot (rin# (is%enser
Ta;le 9ispensers. Containers or hol(ing sugar
%ac#ets salt an( %e%%er etc
Tha4ing. 'o allo a %ro(uct to change ro/ a
ro
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@tensils. ter/ use( to (esignate such ite/s as
(ishes silverare %ots etc
Eendor. 'he ir/ ro/ hich su%%lies are
%urchase(
?al3=In Free5er+efrigerator. "arge ree
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2ur Hotel2ur &$$ress, 2ur -it!, 2ur (rovince, 2ur (ostal -o$e
Ac$no*ledgement of 2eceipt of Food C Beverage anual
I ackno